Contracts were awarded following a competitive tender that was issued in March 2005 for the provision of all claims and policy management services.

In October 2008, the Nominal Insurer extended these contracts for a 12 month period, until 31 December 2009, pending the awarding of new contracts. Commencing 1 January 2010, new five-year contracts will commence with the seven existing agents. The new contracts build on the existing arrangements to ensure scheme agents are focussed on improving the delivery of services to injured workers and employers.

Proposals were evaluated based on an Agent's:

• capability – their skills and knowledge to deliver Scheme services
• capacity – their resources or planned resources, such as infrastructure, workforce, tools, processes and methodologies, to deliver the Scheme services 
• performance – demonstrated experience in delivering similar services, and an acceptable business model that will deliver the planned outcomes and services.

Contractual requirements

Part of the deed for claims and policy services outlines:

• the responsibilities of the Agent and WorkCover with regard to service obligations
• the fundamental capabilities required of the Agent to deliver all services
• the obligations of the Agent with regard to the delivery of claims and policy services, long-term claims services, major injury claims services, and fraud management
• the obligations of the Agent with regard to the delivery of workforce management, records management, financial management and information systems
• the key performance indicators that will be applied to assess and monitor the Agent’s delivery of services - and the actions to be taken for substandard and superior performance
• those items that may change over the life of the contract, such as the strategic management plan, guidelines and the workforce management plan.